How to Seamlessly Implement AI into Your Customer Support Process  Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.   This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does AI impact customer experience and satisfaction?  What are the key considerations for businesses when testing and implementing AI in customer service?  What role does knowledge management play in shaping ..read more

How to Elevate Customer Experience and Strengthen Loyalty  Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What five steps are crucial for creating a five-star customer service experience?  How can language and tone significantly impact customer service interactions?  What ..read more

The Impact of “Customer Research” on Achieving Customer Success  Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    Why is it essential for companies to understand the specific needs of their customers?   How can unstructured data from customer conversations be transformed into actionable insights?   How ..read more

Embracing AI for Marketing and Customer Experience  Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies use AI effectively to enhance customer experience?  How can businesses leverage multichannel marketing to increase customer engagement and retention?  Why ..read more

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs  Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can technology aid in creating personalized customer experiences for businesses?  How does personalization impact purchasing decisions?  What role does data ..read more

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses create experiences that get repeat business and nurture brand loyalty?  How can businesses think outside the box to create fan-like loyalty among their customer base?  What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?  What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry?  Why should organizations prioritize creating speci ..read more

A Company Culture of Good Happy Employees, Satisfied Customers, and Supportive Communities   Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can a company create a positive employee experience during challenging times?  What strategies can a company use to give back to its local communities?  ..read more

Transforming Your Business and Customer Experience  Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is a “big bet” in business?  How does the future press release technique communicate the vision of a transformation to emplo ..read more

Identifying and Eliminating Friction for Your Customers and Employees  Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience.  Top Takeaways:    If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to im ..read more

Balancing Technology and Human Support in CX Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences.   This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:   How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and human support in customer experiences? What frustrations do customers face when dealing with ..read more